Job Description
We are seeking a dynamic Customer Success Lead to join our rapidly expanding team in the heart of Kansas City. This is a unique opportunity to shape client relationships within a high-growth environment. We value flexibility and are looking for a driven professional who thrives in a collaborative atmosphere and is comfortable with evening and weekend shifts.
As the heartbeat of our client relationships, you will bridge the gap between our innovative product and our valued users. You will not only ensure retention but also drive expansion, acting as a strategic partner to our enterprise clients.
Why Join Us?
- Competitive compensation package in the heart of KC.
- Flexible scheduling options to suit your lifestyle.
- Opportunity for rapid career advancement.
Responsibilities
- Strategic Account Management: Oversee the health and growth of key accounts, ensuring clients achieve their desired outcomes using our platform.
- Client Retention: Proactively identify at-risk clients and implement strategies to prevent churn, with a focus on 24/7 coverage support during off-hours.
- Training & Onboarding: Lead training sessions for new clients, ensuring they are fully ramped up and understand the value of our solutions.
- Cross-Functional Collaboration: Work closely with product, sales, and engineering teams to advocate for client needs and drive product improvements.
- Feedback Loops: Gather and synthesize customer feedback to provide actionable insights to the leadership team.
- Performance Metrics: Meet and exceed KPIs regarding Net Revenue Retention (NRR) and Customer Satisfaction Score (CSAT).
Qualifications
- Experience: Minimum 3-5 years of experience in Customer Success, Account Management, or Client Relations within the Tech or SaaS industry.
- Communication: Exceptional verbal and written communication skills; capable of presenting complex information to diverse audiences.
- Flexibility: Must be willing and able to work a flexible schedule, including evenings and weekends as required to meet client demands.
- Technical Aptitude: Proficiency with CRM software (e.g., Salesforce, HubSpot) and data analysis tools.
- Problem Solving: Strong analytical skills with the ability to troubleshoot complex issues and provide creative solutions.
- Education: Bachelor’s degree in Business, Marketing, or a related field is preferred.